Global enterprise streamlines IT for 90,000 employees and counting
How a multinational transformed the employee experience with AI
A leading multinational technology conglomerate specializing in industrial automation, energy resources, rail transport, and health technology.
Challenge
Overcoming inefficiencies in a global IT support system spanning diverse operations and geographical regions.
Result
Deployed Moveworks to 90,000 users so far, slashing IT support ticket resolution times and boosting overall productivity across the organization.
The Problem
Rapid AI implementation and effective change management
In October 2023, a global technology leader embarked on a transformative journey to overhaul their IT support system by introducing an AI-powered Assistant embedded within Microsoft Teams.
Despite the organization's vast size and complexity, a dedicated core team of three members spearheaded the implementation, focusing on change management and effective communication strategies. The rollout was completed in an impressive 13 weeks, despite occurring during a traditionally challenging period.
Throughout the implementation, the organization prioritized cross-departmental collaboration and comprehensive training initiatives, ensuring that everyone — from team members to senior executives — was well-prepared to leverage the new system effectively.
Post-launch, the Moveworks-powered Assistant quickly became the primary tool for delivering immediate IT support, significantly reducing the time employees spent resolving IT issues. This enhancement in efficiency allowed personnel to concentrate on higher-priority tasks.
The organization also capitalized on the assistant's internal communication capabilities, launching a campaign to reclaim unused software licenses just months after its introduction. This initiative resulted in a substantial 40% savings, demonstrating the assistant's effectiveness in optimizing resource allocation and reducing operational costs.
Additionally, robust knowledge management processes were implemented to ensure the accuracy and relevance of the assistant's outputs. The organization continuously monitors user trends to refine support capabilities and proactively address emerging issues. To ensure widespread adoption, an internal instruction guide was created for service owners, outlining best practices to optimize service delivery and enhance user satisfaction through the assistant's capabilities.
The Solution
Enhanced employee experience and efficiency
In March 2019, the leading biotechnology firm deployed Moveworks AI Assistant. Moveworks is an AI solution that instantly resolves tech problems and policy questions. Employees simply tell the Assistant what they need using conversational language, and the bot handles the rest. Now, IT issues ranging from resetting passwords to requesting software licenses to troubleshooting devices get fixed immediately, directly on Microsoft Teams.
For the CIO, one of the primary advantages of Moveworks was its ability to deliver end-to-end resolution through deep integrations with other systems. By communicating with Okta, for instance, the Assistant can provision software without any manual intervention from the service desk and without any delay for the employee who requested the tool.
The Assistant is currently addressing about 1,000 questions every month for the firm's employees. Moveworks’ search abilities map these questions to the precise answer in the company’s knowledge base, providing just the right paragraph rather than linking to a long article. This time savings, multiplied by tens of thousands of tech issues, has allowed the company to buy back 60,000 hours of productivity and save over one million dollars per year.
The Result
Modernizing IT is just the beginning
Moveworks has reshaped every facet of the IT support process at the leading biotechnology firm. Employee satisfaction with the IT team has skyrocketed, as Moveworks AI Assistant autonomously resolves a third of all tech issues. More importantly, from an operational perspective, the CIO has found that the AI empowers her team to offload routine issues and “focus on more impactful work” — such as addressing inefficiencies identified by Moveworks itself.
Beyond the growing number of use cases that Moveworks handles directly, the Assistant has transformed the sentiment around AI in general. The CIO noted that “when people realize they can resolve their IT issues without waiting for a human to help, they start to expect it in other areas.” That’s why, for this biotechnology firm, IT support is only the beginning of a powerful partnership with Moveworks.
Key integrations
